Customer Service Representative (CSR)

Customer Service Representative (CSR)

Merriville Limited is looking for experienced and highly motivated Customer Service Representatives to join their growing team. The role involves handling customer interactions via phone, email, and live chat, maintaining customer records, and collaborating with internal teams to resolve issues.

Responsibilities

• Handle high volumes of customer interactions via phone, email, and live chat with accuracy and professionalism.
• Maintain and update customer records using CRM and helpdesk platforms such as Salesforce, Zendesk, and ServiceNow.
• Resolve customer inquiries, complaints, and service requests in a timely and empathetic manner.
• Collaborate with internal teams such as sales, technical support, and logistics to resolve complex issues.
• Identify and communicate upselling or cross-selling opportunities where applicable.
• Maintain clear documentation and follow-up records in line with company and client policies.
• Meet and exceed KPIs including Customer Satisfaction (CSAT), First Call Resolution (FCR), and response time metrics.
• Support administrative and technical tasks, including data entry and basic financial tracking.
• Stay current with product knowledge, service protocols, and client-specific requirements.

Requirements

• 1–5 years of customer service experience in fast-paced, high-volume environments.
• Strong working knowledge of CRM systems and customer support tools.
• Excellent verbal and written communication skills.
• Proven problem-solving and conflict-resolution abilities.
• Experience supporting customers across industries such as finance, healthcare, retail, or technology.
• Intermediate proficiency in Microsoft Office Suite, Google Workspace, and data entry tools.
• Ability to multitask, prioritize tasks, and maintain strong attention to detail.
• Experience with both B2B and B2C service models is an advantage.
• Technical support or IT help desk experience is a plus.
• Bachelor’s Degree in Business Administration or a related field is preferred but not required.
• Familiarity with Jira, Confluence, Rally, or Azure DevOps is an advantage.
• Basic knowledge of bookkeeping, accounts payable, or payroll is a plus.
• Experience with reporting and analytics tools such as Microsoft Excel or Power BI.
• Bachelor’s Degree in any discipline.

How to Apply 📧 Apply via: merrivillelimited@gmail.com